Billing Support Rep

Description :

Can you give a high-level overview of your team size, roles, its initiatives / deliverables, and any tool / technologies specific to your team / department / project they will be supporting : Team size- 20

Key deliverable : Supporting meter exchange efforts for a project, timely and accurate billing

Technology : Oracle C2M, Excel, Outlook, Finesse

What would a day in the life of this role look like? : This role will be utilized to target manual work associated with meter exchanges needed to support a project.

Each day there will be an assigned work task and you will use a spreadsheet of workload to ID what needs to be completed and to capture progress.

You will utilize the customer billing system to fix issues that prevented the system from billing the customer.

What interaction level with this role have the team members and hiring manager? Work tasks will be trained by team members.

Team members support each other including contingent workers to problem solve accounts. Team members interact via Teams or in person.

Hiring manager would interact on what work tasks are being completed if barriers for support exist. Hiring manager interacts via Teams or in person as needed.

What would you say is the top priority for the worker over the first few weeks / months? : Learning and understanding the process to ensure accurate completion of work.

Tracking work accurately.

Is utilities experience required? (Y / N) N

Top 3 Must-Haves (Hard and / or Soft Skills) :

1 Intermediate Excel skills

2 Attention to detail

3 Basic Math skills

Top 3 Nice-To-Haves (Hard and / or Soft Skills)

1 Previous billing experience

2 Analytic skills

3 Communication skills

Education Requirements (Experience in Lieu of Degree) : High School Diploma (or equivalent)

How many years of experience are you looking for? : Two or more years in customer service, billing or a related field.

Job Function Summary

Investigates, analyzes, negotiates, resolves and documents billing issues.

Key Job Information

Customer Service Advisor Billing

Requires knowledge and skills gained through formal training or considerable work experience

Works within established procedures with a moderate degree of supervision

Key Responsibilities

• Research and Analysis Typically works in specific specialty areas. Analyzes, investigates and negotiates billing issues to respond to inquiries;
• researches and analyzes when billing adjustments, exceptions and corrections are required and obtains approval to process;

reviews and analyzes data reports.

Customer Support Responds to customers’ billing-related questions via various channels; informs customers about Client policies, processes and procedures.

• Work Management Creates, maintains, or removes persons and accounts in the automated billing system; logs and tracks customer contacts and interactions;
• processes and documents employee discounts; processes billing adjustments, exceptions and corrections; calculates and prepares reimbursements;

documents and updates work processes; recommends process improvements; processes bills and documents accounts; ensures time lines are met.

Written Communications Sends emails, letters, bills and other communications to customers using templates within established time frames.

Collaboration and Information Sharing Responds to outage calls when needed; responds to questions from other departments via various channels.

Education / Experience / Certifications

Education High school diploma or equivalent experience.

Experience Two or more years in customer service, billing or a related field.

Competencies (Knowledge, Skills, Abilities)

Functional Competencies

Basic knowledge of Client service territory

Working skills in follow through and completion

Basic knowledge of the fundamentals of electricity and the electrical system

Working knowledge of grammar, spelling and business correspondence composition

Working knowledge of customer service policies, procedures and Client tariffs

Working knowledge of customer transactions, customer information systems, high-bill procedures, energy efficiency programs, marketing programs and meter reading procedures

Intermediate skills in accuracy and attention to detail

Basic knowledge of systems used in department

Working knowledge of Client procedures and processes related to billing, service and outages

Working skills in using customer information systems and Microsoft applications

Intermediate skills in calculating charges and payment plans

Intermediate skills in typing and 10 key entry

Working analytical thinking skills

General Competencies

Working conflict management skills

Intermediate customer focus skills

Working decision-making skills

Intermediate interpersonal skills

Basic organization and prioritization skills

Intermediate written and oral communication skills

Physical and Cognitive Demands

Cognitive Level

Basic : Competencies needed in order to use common sense to carry out simple or uninvolved instructions and pass initial screening.

Cognitive

Ability to adhere to set response times, deadlines and time-sensitive tasks

Ability to follow accuracy standards

Ability to follow through on decision-making tasks

Ability to interact effectively and collaboratively within a team environment

Ability to communicate and problem solve when under stress

Ability to respond and adapt to frequent change

Ability to accept and demonstrate self-awareness when provided constructive feedback

Ability to discern feedback and acknowledge ownership of areas of improvement

Ability to avoid future mistakes by applying reasonable skills to new but similar work situations or tasks

Ability to successfully collaborate with peers, managers and others within the organization Demonstrates sound memory

Ability to process new information to be applied consistently to work tasks

Schedule / Attendance

Ability to adhere to pre-established schedule, including start / stop time and break / lunch schedule typically for nonexempt positions, although some exempt positions may have an established start / stop time

Ability to work long hours typically for exempt positions; if included in nonexempt positions, overtime applies

Ability to work a variable schedule

Ability to report to work and perform work during periods of severe inclement weather

Ability to consistently meet attendance standards for regular, reliable, predictable, full-time attendance for part-time positions, change to part-time attendance

Ability to work shift schedule

Ability to work on-call schedule

• Only those lawfully authorized to work in the designated country associated with the position will be considered.
• Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client’s business needs and requirements.

Benefits :

For information and details on employment benefits offered with this position, please visit

here

Should you have any questions / concerns, please contact our HR Department via our secure

website

California Pay Equity :

For information and details on pay equity laws in California, please visit the State of California Department of Industrial Relations' website

here

Rose International is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender (expression or identity), national origin, arrest and conviction records, disability, veteran status or any other characteristic protected by law.

Positions located in San Francisco and Los Angeles, California will be administered in accordance with their respective Fair Chance Ordinances.

If you need assistance in completing this application, or during any phase of the application, interview, hiring, or employment process, whether due to a disability or otherwise,

please contact our HR Department

Rose International has an official agreement (ID #132522), effective June 30, 2008, with the U.S. Department of Homeland Security, U.

S. Citizenship and Immigration Services, Employment Verification Program (E-Verify). (Posting required by OCGA 13 / 10-91.).